Kaia is a mission-focused health technology company.

Our story began in 2016, when our founders Konstantin Mehl and Manuel Thurner, set out on a mission to bring affordable and accessible relief to millions of people with chronic conditions. No strangers to chronic pain themselves, they decided to innovate ways to remove the obstacles many people experience in getting the leading-edge care they need in order to live their best lives.

How do Kaia apps work? Kaia uses a dynamic AI-powered algorithm. Our programs are based on multimodal rehabilitation, a holistic approach to managing chronic conditions. Our users have easy access via smartphone and tablet to our programs for back/hip/knee pain and COPD using this evidence-based approach.

Five years into our story, we are a leader in digital therapeutics, with 500,000+ users worldwide. Having raised $125 million from investors such as Optum Ventures, idInvest, and Balderton Capital. We are poised to create a global footprint in digital self-care; Kaia is patient empowerment made easy.

The regulatory landscape is quickly adapting to the digital ecosystem. Therefore, our mission and strategy bring new opportunities for exceptional talent to join our journey. With over 150 “Kaianeers” spread across the globe, we need now, more than ever, specialized talent to help take our mission further.

About the Role

You’ll spend most of your day providing fast and painless customer support via email—this is your core responsibility. You’ll troubleshoot potential bugs, document feature requests, analyze customer data, and collaborate with the rest of the team to help elevate the voice of the customer at Kaia. We won’t overburden you with quotas, empty policies, or unnecessary procedures. Doing what’s in the best interest of our customers is at the heart of what we do. We’ll give you plenty of support to simply do what’s right, no questions asked. Our ideal hire is motivated by digital healthcare and what we’re doing as a company, believes in the value of quality customer support, and is eager to contribute to the success of our customers. As someone who is first in line to help, your understanding of the product and our customers will be incredibly valuable for the business.

Details

• This is a full-time, remote position. 
• This job is Monday-Friday, 9am-5pm in your timezone. For this role, we’re looking for people in the US, EST or PST preferred. 
• We're seeking fluent English speakers/writers.

About You

• You have at least 4+ years of experience working in customer support for a technology company, and you are comfortable working remotely. 
• You're an aspiring generalist, but you're more technical than the typical support professional. Maybe you know your way around modern browsers and mobile operating systems, maybe you’re excellent at QA, or maybe you're really good at solving tricky problems.
• You have a wide skill set that would allow you to get up-to-speed quickly.
• You’re well-versed in the tools of the trade—Zendesk (or similar help desk), Jira, Google Docs, Slack, Confluence, etc.
• You’re an incredible communicator and a great writer. You can take complex subjects and break them down using clear and simple writing. As a remote team, your communication skills are critical to your success. 
• You are organized and self-sufficient. You thrive in an environment where you can do great work independently.
• You’re someone who enjoys working autonomously and you don’t need much oversight to get things done. 
• When you don’t know something, you try to figure it out. You ask good questions, and you embrace the chance to grow and get better. You are a resourceful problem-solver, with a strong desire to learn. 
• You’re passionate about support and the important role it plays in a company, and you're excited to continue to sharpen your skills in a customer-facing position.

Day-to-day you will.

• Help existing customers with a broad range of questions about our products and services. 
• Write internal and public knowledge base articles. 
• Collaborate directly with Engineering to solve a tough technical problem for a customer. 
• Provide relevant and timely product feedback to other teams within Kaia.
• Help develop and refine support process to make sure we’re always improving.

Some of the benefits of being a Kaianeer:

You can directly influence the future of digital health in a team of industry experts and digital shapers.

You will work alongside serial entrepreneurs (previously founded and scaled another startup, Foodora).

You’ll enjoy accessible leaders, a hybrid (home/office) or remote work environment, and flexible vacation and working times.

We support your professional development and have a budget and PTO set aside for you just for that! 

Happy hours, team events, and knowledge-sharing sessions.

Join us if you’re looking for an entrepreneurial adventure and an exciting place to grow personally and professionally.